Blog:Roundtable Webinar: Technology That Drives Customer Centricity

By Katherine Burnett / Published on September 10, 2018

On Tuesday September 25, InGenius will be participating in the Customer Contact week event CCW Online 2018: The Customer Experience. This 2‑day virtual event is focused on answering the question of what do your customers want, and how can you most effectively deliver what they want.

Along with Doug Zimmerman from Calabrio, our InGenius Sales Director for ServiceNow, David Francis, will be participating in the session Roundtable: Technology That Drives Customer Centricity.

A contact center technology solution may boast amazing functionality, but what does it deliver in terms of customer centricity? The latter question is the only one that truly matters. This interactive roundtable will reveal how to ensure technology remains an unabashed asset in your uncompromising quest for customer centricity. You'll learn how to:

determine which solutions are essential

ensure those solutions 'fit' your business

empower agents to make the most of their new tools, and

ultimately evaluate investments through the eyes of your customers.

As a sales executive on the front line with customers, David has first-hand experience of what it takes to build strong relationships and how technology can effectively enable those efforts. He'll have some practical tips to share and advice on tech trends he's seeing in the call center sector.

CCW Online 2018 features keynotes, interactive roundtables, fireside chats, and demos from industry experts, including VP-level customer contact executives. We're excited to see 2 of our partners presenting as part of the series as well. Wendy Mikkelsen from Genesys is speaking on Orchestrating the Customer Experience Journey, and Salesforce is presenting a session on Automating the Human Connection.

Customer Contact Week also has a lot more to offer. If you're not familiar with CCW, it's a global online community and research hub for over 150,000 customer contact professionals. They put on some great in-person and virtual events, and publish resources for leaders responsible for call centers, contact centers, operations, information technology, customer experience, customer care, customer service, customer support, social, and mobile. If that's you, it's free to get a membership. Visit customercontactweekdigital.com and subscribe at the top of their page. They also have a digital job board if you're searching for your next adventure in the contact center industry.

We hope to connect with you on September 25 for our roundtable session and look forward to sharing our thoughts on building connections with customers.

About Katherine Burnett

Katherine Burnett is a Marketing Specialist at InGenius Software, focused on content writing, social media strategy, email automation and event management. Katherine graduated from Carleton University with a Bachelor of Commerce (Honours) with a specialization in marketing. While at Carleton, she refined her communication skills in several case competitions as a member of the FECC International Case Team, UNICC International Case Team and JDCC Marketing Case Team. Since then, she has spent her career to date at technology companies, with marketing roles previously held at QNX Software Systems and Tech Data. Her blogs have been published on Customer Contact Central and No Jitter, covering topics such as contact center productivity and CTI compatibility with Salesforce. When she’s not in the office, Katherine likes to play soccer at a mediocre level and go to the movies, mostly for the popcorn.